Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
The Touchpoint Where Customer Journey Maps Ignore the Payment Experience
Episode 130 of Customer Journey with Fexingo uncovers the most overlooked touchpoint in modern journey maps: the payment experience. Lucas and Luna dive into a single concrete example — a subscription box company that mapped every step except the payment flow, only to discover a 12% revenue leak when customers hit a confusing checkout. They break down why payment friction isn't just a conversion issue but a brand-trust moment, how the rise of digital wallets like Apple Pay and Buy Now Pay Later options like Klarna reshapes expectations, and why even well-mapped journeys miss the subtle…
The skinny
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